Badr Bouhamdan

Helped build and scale the Customer Partnerships function for an embedded finance SaaS platform supporting over 1.3M end users. Worked with Product, Engineering, Finance, and Solutions Engineering to improve onboarding, activation, retention, and operational scalability. Helped redesign ownership structures and workflows between technical and customer-facing teams to improve execution and long-term growth.

Built and scaled Customer Experience, Support, and Customer Success operations for a fast-growing B2B marketplace. Expanded the organization from ~13 to 40+ teammates across internal and BPO teams in Morocco, Mexico, and the Philippines. Merged Onboarding and CS, increasing onboarding satisfaction to 93% and completion rates from the mid-50s% to 78%. Introduced AI-assisted workflows, ROI tracking, QBRs, and scalable processes supporting growth from ~$34M ARR to ~$52M ARR.

Led vendor experience and operational initiatives for one of Africa’s largest e-commerce marketplaces. Managed onboarding, support, escalations, logistics coordination, and vendor performance across 12 nationwide hubs. Launched “Jumia University,” a scalable vendor education platform, and introduced operational improvements that reduced refund and damage costs while improving vendor engagement and operational efficiency.

Led network planning, fleet scheduling, and customer operations for an international airline operating a 10-aircraft fleet. Managed aircraft planning, airport coordination, ACMI/subcharter operations, and cross-functional collaboration with commercial, finance, and regulatory teams. Oversaw major tour operator accounts representing approximately $120M in revenue and directed multilingual passenger operations across 9 languages and 130+ agents.